LSG - Phone Insurance

RachaelG

Hi all,

I'm looking for a bit of advice.

Oct 28th I took out a new contract with O2 and had a new phone - Huawei P20 Lite in pink.

Two days later I accidentally dropped the device and the screen smashed.
I have insurance with Barclays and proceeded to log a claim with Lifestyle Services Group. I was informed LSG only had blue in stock and I proceeded with the claim and paid the £75 excess with the understanding that this would be a temporary device and that my new one would be returned once it was repaired. After calling LSG this yesterday I was informed that this wasn't the case and I am to keep the blue Huawei.

My concern here is that the replacement phone is refurbished and although it is working fine it's not the same as my brand new phone that I purchased on Sunday 28th October.

I would like to return the replacement phone and have my device returned to me, then I can arrange to get the screen repaired elsewhere.
If my device cannot be tracked for whatever reason then I would like to return the blue Huawei P20 Lite and receive a settlement to pay my current contract off and start again by buying a new phone.

Do I have any customer rights with this situation, or is this a case of tough luck? I honestly feel like I've been robbed! Plus, I'm paying for a refurbished phone for 24 months...
Any advice will be greatly received.

Browntoa

Does the insurance state they will repair or does it say they supply a refurbished unit

Browntoa

Just checked says "may replace with refurbished"

RachaelG

It does mention the device might be refurbished in the policy. Which I was okay with, as I thought they'd simply repair my screen and send it back, then have the replacement phone returned.
The thing that upsets me is that I wasn't made aware of the fact I'd be keeping this phone, otherwise I definitely wouldn't have paid £75 excess and certainly wouldn't have sent my brand new phone off for "repair"
Apparently their system was down when I logged the claim and I was told to call back. So I thought I'd leave it the weekend and call on Monday 5th, but Saturday 3rd I received an email stating that DPD were delivering the replacement.

RachaelG

The policy states...
"Repairs may be made using readily available parts, or we might provide refurbished products which may contain parts, which are similar or equivalent specification, and which may include unbranded parts"

Browntoa

Yes. So they can send a refurbished phone with non genuine parts fitted and complete their side of the bargain.

They have done nothing you can complain about

pmduk

By the time you had had the phone for a few days, broken it, had it repaired, how on earth can you call it brand new?

Chino

Perhaps buy a case such as this:
https://www.amazon.co.uk/Bigcousin-Protection-Ultra-Thin-Protector-Anti-Scratch/dp/B07BZKKP6R/ref=cm_cr_arp_d_product_top?ie=UTF8

or maybe this:
https://www.amazon.co.uk/Huawei-AILRINNI-Cover-Finish-Coating-Smooth-Rose-Gold/dp/B07C7WBG3P/ref=pd_sbs_201_1?_encoding=UTF8&pd_rd_i=B07C7WBG3P&pd_rd_r=06cdeefd-e39d-11e8-beb0-2b59b726b3a7&pd_rd_w=HE1rk&pd_rd_wg=hF4aS&pf_rd_i=desktop-dp-sims&pf_rd_m=A3P5ROKL5A1OLE&pf_rd_p=18edf98b-139a-41ee-bb40-d725dd59d1d3&pf_rd_r=5CKK78P7N2E4VF6YJAX3&pf_rd_s=desktop-dp-sims&pf_rd_t=40701&psc=1&refRID=5CKK78P7N2E4VF6YJAX3

to protect your replacement phone and disguise its colour?

RachaelG

It was brand new out of the box on Sunday 28th. I left it on charge and set everything up. Went to work on the Tuesday and accidentally dropped it. Just because it's damaged doesn't mean that it isn't a new phone. It was a pure accident!
I had ordered a screen protector and case which happened to arrive whilst I was in work. Just one of those things unfortunately.

flashg67

I've made several claims with LSG and they've never sent me a 'temporary' phone, so seems odd they'd suggest this. If the replacement we needed was out of stock, we just had to wait. I have twice had to accept different colours too.

lee111s

I’d assume calls are recorded. If they did advise it was temporary, then you’ll have a good argument to go at them with.

If they didn’t and you just assumed it was a temporary replacement, then that’s your issue not theirs.